Exchange Policy

Our AI fit promise
No returns — why and how
When exchanges are accepted
When exchanges are not accepted
How to raise an exchange request
Exchange process and timeline
Refunds — when they apply
Damaged or lost in transit
NRI and gift orders
Your statutory rights

1. Our AI fit promise

Ceezon exists to eliminate the most common reason for fashion returns: wrong size. Our AI fit engine analyses your body profile — built from your camera scan or manual measurements — and recommends exactly the right size for each garment before you order.

Before every checkout, you see a confirmation: "Based on your profile — [your measurements] — we recommend [size] for this garment." By proceeding to payment, you acknowledge this recommendation. This is the documented basis for our exchange-only policy.

This approach means the overwhelming majority of Ceezon orders arrive fitting well. For the rare cases where something goes wrong through a defect, transit damage, or wrong dispatch, our exchange process is fast and fair.

2. No returns — why and how

Ceezon does not accept returns for change of mind, preference change, or dissatisfaction with a garment that matches its description and arrives in the correct size.

This policy is only possible because our AI fit engine reduces size error significantly. It is also better for vendors — particularly small manufacturers in Tirupur, Surat, and Jaipur — who cannot sustain economics with high return rates.

We are transparent about this policy at every stage:

Displayed prominently on every product page
Confirmed at checkout before payment
Listed in the order confirmation message
Published here in full

If you have any doubt about a garment before ordering, use the virtual try-on feature, check the size chart, or contact us at support@ceezon.com — we are happy to advise.

3. When exchanges are accepted

We accept exchange requests in the following circumstances:

Reason	Evidence required	Window
Manufacturing defect (torn seam, broken fastener, unfinished hem)	Clear photographs of the defect	48 hours of delivery
Wrong item delivered (different product than ordered)	Photo of item received + order confirmation	48 hours of delivery
Wrong size dispatched (different from size ordered)	Photo of label + item	48 hours of delivery
Significant colour difference (not minor screen variation — materially different)	Photographs in natural daylight	48 hours of delivery
Transit damage (item arrived damaged)	Photo of packaging + item at time of opening	48 hours of delivery

Photograph at delivery. We strongly recommend photographing the parcel before opening and the item immediately after opening. This makes any exchange claim straightforward to process.

4. When exchanges are not accepted

Change of mind or personal preference after delivery
Garment fits differently than expected when the AI recommended size was accepted at checkout
Minor colour variation between screen display and physical product (inherent in digital displays)
Slight texture, weave, or finish variation in handcrafted or artisanal fabrics
Item has been worn, washed, or dry-cleaned
Original tags have been removed
Item has been altered in any way
Exchange request raised more than 48 hours after delivery confirmation
Product is in the "Final Sale" or "No Exchange" category as marked on the product page

Important: Attempting to exchange items that do not qualify, or providing false information in an exchange request, may result in account suspension and recovery of logistics costs incurred.

5. How to raise an exchange request

Within 48 hours of delivery Email support@ceezon.com with subject line: "Exchange Request — Order #[your order ID]"

Include in your email Your order ID, the item name, the reason for exchange, and clear photographs of the issue

We confirm within 24 hours Our team reviews your request and confirms whether it qualifies, within 24 hours of receipt

Pickup arranged If approved, we arrange pickup of the original item from your address (at no cost to you) within 2–3 business days

Replacement dispatched Once the original is received and inspected, the replacement is dispatched within 2 business days. Total exchange cycle: 7–10 business days.

6. Exchange process and timeline

Stage	Timeline
Exchange request submission	Within 48 hours of delivery
Ceezon confirmation / rejection	Within 24 hours of request
Pickup of original item	2–3 business days after approval
Inspection of returned item	1 business day after receipt
Replacement dispatched	2 business days after inspection
Replacement delivered	3–5 business days after dispatch
Total cycle	7–10 business days

If the exact replacement (same product, same size) is unavailable, we will offer you: (a) an alternative size if available, (b) a store credit valid for 12 months, or (c) a full refund as described in Section 7.

7. Refunds — when they apply

Ceezon issues refunds (not exchanges) in the following specific circumstances:

The product you ordered is out of stock and no replacement is available
Ceezon cancels your order for any reason on our end
A payment was charged but the order was not placed due to a technical error
The approved exchange replacement is also unavailable and you decline a store credit

Refund timeline

Payment method	Refund timeline
UPI / Net banking	3–5 business days
Credit / Debit card (India)	5–7 business days
International card (Stripe)	7–10 business days
Store credit	Immediate, valid 12 months

Refunds are processed to the original payment method. We do not issue cash refunds.

8. Damaged or lost in transit

All Ceezon shipments are covered by transit insurance through our courier partners (Shiprocket, Delhivery, DTDC). If your order is lost or significantly damaged in transit:

For damage: photograph the damaged packaging and item immediately upon receipt. Email us within 48 hours. We will raise a courier claim and dispatch a replacement or refund within 7 business days.
For lost parcels: if tracking shows "delivered" but you have not received the item, notify us within 72 hours. We will investigate with the courier. If confirmed lost, we will dispatch a replacement or refund within 10 business days.

9. NRI and gift orders

For orders placed by NRI customers with delivery to an Indian address (Gift to India flow):

Exchange requests must be raised by the NRI account holder via email within 48 hours of delivery to the Indian address
The recipient in India will need to be available for pickup
Replacement will be delivered to the same Indian address
Refunds for NRI orders are processed back to the original international payment method (Stripe) within 7–10 business days

10. Your statutory rights

This Exchange Policy does not limit any rights you have as a consumer under the Consumer Protection Act 2019 or other applicable Indian legislation. You always retain the right to:

File a complaint with the Consumer Disputes Redressal Commission for defective goods or unfair trade practices
Seek remedy through the National Consumer Disputes Redressal Commission (NCDRC) for claims above ₹1 crore
Approach the Grievance Officer (Sunita — grievance@ceezon.com) for any unresolved complaint

For UK/EU NRI customers, your rights under the UK Consumer Rights Act 2015 or EU Consumer Rights Directive are not affected by this policy to the extent they apply.

Contents